Associate Director, PSC Team Lead Instructor Case Management (Tempe)

Your Responsibilities:<br><br>By 2023, Patient Specialty Services [PSS] is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients prescribed Novartis products with assistance to address any access challenges and get on medications needed to improve their health.<br> <br>We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.<br><br>Overview of job:<br><br>Working under direction of the Director of Case Management, you will be assisting in the oversight and management of a team of Care Navigators (Case Managers), Intake Specialists and partnering with the Team Leads; this will include monitoring the team’s activity, achievement of Key Performance Indicators (KPIs), productivity and quality.<br><br>Your responsibilities may also include testing and system simulations. You will be responsible for ensuring the Care Navigators on your team are (1) able to access and utilize the CRM system for day-to-day case management, (2) access knowledge and content that will help assist customer and patient outreaches, (3) appropriately trained and certified (4) escalating issues regarding process and/or systems. In addition, you will be expected to provide performance / constructive feedback to agents during performance reviews and other touchpoints throughout the year.<br><br>The Associate Director of Case Management role will also assist in new hire on-boarding, training, and management, including liaising with training team for the purpose of developing, executing and maintaining content and documents and administering agent training, simulations and certifications. The Associate Director may/will also assume direct responsibility for a small team of Care Navigators, and all of the duties responsible for leading agents as described in the Team Lead role job description.<br><br><br>Your responsibilities will include, but are not limited to:<br>• Directly manage and support a team of 4-6 Care Navigators to ensure operational excellence. This responsibility may shift to other Team Leads during launch and training periods to better allow for these priority activities.<br>• Help with ongoing onboarding and training of Care Navigators and Intake Specialists with responsibility for handling general inquiries, product / program questions, and services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc. This work will focus on Novartis’s US Pharma specialty brands.<br>• Assist in monitoring and managing the day-to-day operations, and performance of highly customer-focused contact center which serves customers across channels such as Web, SMS, chatbot, email, e-fax etc. <br>• Collaboration with the training team on the creation and administration of customer service and systems-based trainings, including agent call and system simulations and certifications.<br>• Ongoing support of training and coaching initiatives put in place by training and Performance, Quality and Excellence (PQE) teams.<br>• Accountable for meeting all compliance and regulatory requirements.<br>• Responsible for driving continuous improvement to ensure performance levels are consistently achieved, customer experience is optimized, and operational objectives & key results are achieved (e.g., increased patient adherence).<br>• Support PSS & brand team to implement new programs and services that best meet the patient needs and offer best in class services.<br>• Handle agent escalations and provide guidance required to handle customer interactions.<br>• Monitor customer channels such as voice, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail and ensure seamless, consistent and connected customer experience is delivered.<br>• Ensure Case Managers follow processes and maintain proper documentation, required to meet customer expectations and regulatory / compliance needs.<br>• Execute experience recovery processes to address situations where customer experience was not optimal, and grievances were reported.<br>• Maintain knowledge of industry trends and best practices.<br>[#video# https://www.youtube.com/watch?v=Mo1vwtVPVA0 {#400,300#}#/video#]<br><br>The pay range for this position at commencement of employment is expected to be between $144,000 -- $215,000 /year; however, while salary ranges are effective from 1/1/23 through 12/31/23, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.